According to the documentation at OTRS.org it's possible to send escalation
notifications via the Generic Agent. I do not see an option in "state" that
says "escalated" or see where I can choose escalated as an option to flag
tickets for generic agent.
Can someone point me in the right direction? I am using OTRS V2.1.7 on a
Windows XP box. I can successfully get OTRS to send mail to recipients, just
can't figure out how to send escalation emails. Any help would be greatly
appreciated.
~Greg~
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